10% OFF ORDERS $75+ (CODE: TOTES10) | FREE SHIPPING ON ORDERS $50+

FAQs

REFUNDS, RETURNS, & SHIPPING

Order Corrections

It is very important that you read the description of each item before you place your order.  There is a sizing chart available on site so you can choose your correct size when applicable.

If you wish to make a correction to your order, please contact customer support within 24 hours from the time you submitted your order.  We send your order information immediately to the production facility but if you contact us within the timeframe indicated, we will be able to make the requested changes. 

Returns & Exchanges

You have 3 easy options:

1) Store Credit + $5 Bonus

Choose your refund in the form of Totes Tots store credit and we will add a $5 bonus store credit to your refund amount. We will also send you a free return shipping label. 

2) Refund

Have us refund your payment method for the item(s), minus a $.99 processing fee if you paid shipping charges or $4.99 if you did not pay shipping charges, when you use our shipping label. Shipping fees are not refunded. 

3) Exchange

It's perfect, just the wrong size or color? We will gladly exchange unworn/unwashed apparel as long as the size or color is still in stock. There is a maximum of 2 exchanges allowed per order. The window to request a return is 15 days from the delivery confirmation date. Please contact support@totestots.com to arrange a return.

Please note: If you are exchanging into a more expensive size, you must include the additional price along with your order. Cash or checks made out to "Totes Tots" are accepted.

Cancellations

Please place your order carefully.  You must contact our customer support as soon as possible if you wish to cancel your order.  Our staff will attempt to intercept the order before it goes into production.  However, we do not guarantee we will be able to do so. 

Shipping

We use standard shipping methods of 3-5 business days from the day the item was released from production.

 

F.A.Q.

1.  I got the wrong item.  How can I get my correct order?

In the event we deliver the wrong order, please contact customer service at support@totestots.com.  We will ask you to take a picture of what you have received for verification purposes.  We will then check our records to verify your claim.  If we made the mistake, we will send you the correct order and a free return shipping label for the wrong product. You will be given store credits, equivalent to half the amount you paid, if we made a mistake and you declined our offer to send you the correct item.

2.  I received a defective or damaged product.  What do I do?

Please contact customer service at support@totestots.com within 7 days of delivery.  We will ask you to take a picture of what you have received for verification purposes.  Once verified, we will go ahead and send you a replacement.  You will be given store credits, equivalent to half the amount you paid, if we made a mistake and you declined our offer to send you the correct item.

3.  I ordered the correct size but it's too small/large.  Can I return it and exchange it to a different size?

It's perfect, just the wrong size or color? We will gladly exchange unworn/unwashed apparel as long as the size or color is still in stock. There is a maximum of 2 exchanges allowed per order. The window to request a return is 15 days from the delivery confirmation date. Please contact support@totestots.com to arrange a return.

Please note: If you are exchanging into a more expensive size, you must include the additional price along with your order. Cash or checks made out to "Totes Tots" are accepted.

4.  I entered the wrong address information.  Can I still correct it?

We can try to make the correction within 24 hours from the time you submitted your order.  If you request after 24 hours, we may no longer be able to update it on our end.  

5.  I just made an order but I changed my mind and I'd like to cancel.

Please order carefully.  You should contact us in the first 24 hours after placing your order to cancel.  We will do our best to help you our if possible.  Please contact customer service at support@totestots.com

6.  I made an order 3 days ago and since it hasn't been shipped yet, I'd like to cancel it.

Please know that the majority of our products are made-to-order.  Orders are sent to production within 24 hours from the time you submitted your order.  After 24 hours, we are unable to cancel your order.  Keep in mind, production time may take 5-7 business days and delays may occur during holidays. 

7.  What's the estimated time of arrival on my order?

An estimation can only be given when your order has been released from production and transferred to the courier.  Our current turnaround time for production is 7-10 business days plus 3-5 business days for shipping. 

8.  I received the shipping notification but I still haven't received my order.

Please contact the shipping company to check on your order.  The tracking number is provided in the shipping notification that you have received.  If your package was lost in the mail or missing, then contact customer service at support@totestots.com and we will try to help find the order.